Fairfield County MSP is seeking a Client Success Manager who will ensure that their clients are getting the full value out of their investment in the company and help provide the highest level of quality service through managing client expectations. The CSM is also responsible for driving additional revenue and profit through upselling products and services to existing and new clients.
Basic Functions
Develop strong relationships with key personnel at targeted managed accounts to create a technology roadmap.
Meet with Clients in person and by phone to develop profitable opportunities
Schedule and follow company's QBR/VCIO process
Troubleshoot and Quality Assure the Client experience for all Clients.
Work closely with the Business Development rep to establish a Sales CSM culture for optimizing long term Client relationships.
Work closely with the Business Development Rep to manage transition of new Clients to account management as needed.
Participate with company's management in the creation and implementation of detailed strategic and tactical initiatives to optimize the impact of the CSM role.
Communication with clients, keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
Work with vendors/partners as needed to resolve client issues.
Maintain all aspects of the opportunity pipeline and deliver quotes and close sales on a timely basis
Document all client issues, meeting discussions and requests/concerns and develop a plan to address until client is satisfied that their issues have been successfully addressed
Additional Duties and Responsibilities:
Maintain high level of client satisfaction.
Work in a team and communicate effectively.
Attend weekly sales meetings and ensure sales opportunities are compliant with company policy.
Develop in-depth knowledge of the service catalog and how it relates to customers needs.
Address and help resolve and service issues that may arise.
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
Regularly document processes and procedures related to duties and responsibilities.
Responsible for entering time and expenses in ConnectWise as they occur.
Maintain certifications required for position
Qualifications:
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
Comfortably discuss technical issues and offer suggested solutions.
Ability to multi-task and adapt to changes quickly.
Ability to de-escalate situations
Understanding of support tools, techniques, and how technology is used to provide IT services.